Job Description
We are seeking a skilled professional to take on the role of Service Delivery Manager. This position involves overseeing our service operations, including SLAs and incident processes, on-call and skills coverage, SOPs and first-line/SRE enablement, configuration management, SLA metrics and reporting, and coordination between customers and our engineering teams.
Duties
* Design and maintain an on-call plan that ensures all critical skills are available when needed.
* Own the incident management process for your accounts: priorities, roles, communication cadence, escalations, and post-incident reviews.
* Define and monitor key service metrics (e.g., MTTA, MTTR) drive improvements based on them.
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About Us
This is a hands-on role that requires close collaboration with engineers,customer facing
Requirements
* No less than 5 years experience in Service Delivery or Managed Services within enterprise support environment. Also ITIL certification would be highly beneficial as well ,but not required